Alta Hypercare Support Manager
Core
Lead critical escalations and manage teams for at-risk customer accounts to ensure rapid resolution and long-term health.
Role type
Senior Support Manager (Technical Escalations)
Builds
Reactive and proactive solutions for at-risk customers during high-priority incidents
Domain
Enterprise Communications / Public Safety
Deliverable
client delivery
Required skills
Technical team management, Root cause analysis, Operational data analysis, Cross-functional partnership, Customer engagement, Support tool advocacy
Preferred skills
Experience with service disruption playbooks, Product roadmap influence
Technologies
Support tools across service groups
Responsibilities
Lead critical escalations for high-priority incidents, Conduct root cause analysis and post-mortem reviews, Analyze operational data for staffing and resource allocation, Partner with Product and Engineering teams, Engage directly with customers for tailored solutions, Advocate for support tools to streamline troubleshooting
Seniority
Senior, hands-on IC with team management
